• Report: #115742

Complaint Review: Home Depot

  • Submitted: Tue, November 02, 2004
  • Updated: Sat, September 17, 2005

  • Reported By:Tulsa Oklahoma
Home Depot
4041 South Sheridan Tulsa, Oklahoma U.S.A.

Home Depot WINDOW INSTALL HORROR. Rip-off! Tulsa Oklahoma

*Consumer Suggestion: Installation Svc's needs complete overhall, nationwide

*UPDATE Employee: get with customer care

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In June of this year, I ordered 16 windows and 2 doors, which were to include installation. In July, 15 of the windows and both doors were indeed installed, incorrectly installed, that is. The custom Anderson Storm door was installed into previously covered (unseen) old, brittle wood, thus making it impossible to shut, basically falling off the hinges. The installer's fix was to install longer screws. The contract reads that if old, brittle or rotten wood is found, that the homeowner will be notified prior to installation and given the opportunity to make repairs. That did not happen.

The existing storm door was removed from my property, against my specific request. The local store manager, local installation manager, as well as, the regional installation manager all stated that the door would be returned. To date, it has not been returned or replaced.

The two largest windows are broken. Several of the windows are installed flush with the interior studs, leaving nothing to nail trim to. Most of the windows are not level, nor are they square. A couple of the windows are already difficult to open and shut. On the exterior of the house, they re-trimmed a few of the windows. The wood is larger than the pre-existing trim, and it is not chemically treated like the existing trim.

One afternoon, I returned home from work finding the door installer smoking inside my house. The smoke detector was going off. It is my suspicion that he was also drinking as there were beer caps next to his cigarettes. While I did in fact witness the smoking, I did not specifically see the installer drinking.

Home Depot hired an inspector. The written report states the windows are not properly installed, the door does need to be re-installed, the trim applied to the outside is substandard and not treated, and two of the windows are broken. After 4 months the windows and door are still in disrepair. I know of a couple who fought Home Depot for 1 years on the same issues.

I have written more than 25 certified letters to the local store manager, regional managers, and corporate offices. Delay, no response, lag time seem to be the status quo on how they handle complaints. I did get a form letter from Home Depot Corp. saying thanks for shopping with us, and of course, no signature, just "The Customer Care Team." I would suggest there is a purpose behind those stall tactics; to wear the consumer out, so that they will not pursue litigation. I did in fact file a lawsuit yesterday, because after 4-months, I have grown weary of their lack on concern and follow-through.

Home Depot needs to remedy the problems they created. I have requested:
1. A refund on ALL installation costs,
2. The custom Anderson storm door be replaced or proper parts be supplied to repair existing door
3. Three new windows to replace the broken windows.
4. The old storm door be returned or replaced.
5. To be supplied with new trim for the exterior or reimbursed for such.

None of these requests have been addressed by Home Depot. A couple of weeks ago, Home Depot sent out an installer to fix, not all, but 4 of the windows. After watching him re-install one window, I asked him to leave, because the window was still not installed appropriately. Additionally, that very same window was broken by his inept attempt at re-installation. He did not screw it into the frame and it has about 1 of play in the upper corner.

I spent more than $15,000 at this local store, yet they do not stand behind or honor their commitment. I am a hardworking, single mom and I do not have, nor should I be expected to pay Home Depot for installation then need to turn around and pay another to reinstall those same windows. Rest assured, this store will get no more of my money.

Tulsa, Oklahoma

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This report was posted on Ripoff Report on 11/02/2004 10:11 AM and is a permanent record located here: http://www.ripoffreport.com/r/Home-Depot/Tulsa-Oklahoma-74145/Home-Depot-WINDOW-INSTALL-HORROR-Rip-off-Tulsa-Oklahoma-115742. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 Consumer Suggestion

Installation Svc's needs complete overhall, nationwide

AUTHOR: Sue - (U.S.A.)

I too had a nightmarish event with Home Depot Installation Services. I have no problem with the products or the installers (windows/sliding glass doors and vinyl siding). I scheduled installation one month in advance.

Windows/Doors to be installed (took about 6 1/2 hours) with siding to begin immediately upon completion of windows/doors. I took a week off of work (remember the work was scheduled one month in advance, the windows and doors went off without a hitch, the next day, no siding or installers. I spoke with numerous people from Home Depot, all of which promised that Install Services would contact me. Apparently no one knows how to dial a phone. I spent three days all day on the phone trying to find out when my siding would be installed always getting a different date.

The bottom line, Installation Services not only dropped the ball, they kicked it across the floor.
Reminder, this was scheduled a month in advance.
I was told by the project manager "It is what it is", what!
The sales consultant who promised that had previously promised that he would see to it that should we experience any problems that he would see that we were taken care of, turned beligerent on the phone and stated "Now you're going to listen to what I have to say", marvelous inventions those little buttons on the phone that allow you to hang up when someone is screaming in your ear. The only thing that got Home Depot's attention was that I threatened to not only go to every local television station with my nightmare but that I would also file a complaint with the Attorney General's offic in my state as well as the Attorney General in the state of Home Depot's corporate office.
As I write this my siding is near completion and the installers are just wonderful (just as professional as the installers for the windows and doors) I can't say the same for my who appears to have a Jekle and Hyde persona or the rest of the staff within the Installation department.

Have you noticed that their website has very little about THE CUSTOMER, when it comes to their Mission Statement and their values.
In closing it appears that Home Depot would like to wear the customer down to the point where the customer says enough and cancels their order. Be very aware, (although I realize contracts are different depending on the state), my contract states that there is a service charge of 25% of the contract amount if the customer cancels AFTER the 3 day recision period allowed by law. The 25% just happens to be the amount of the deposit required. It would appear that the customer's only out would be if they do not complete the job by the completion date listed in the contract.

Such a shame, I perfectly content with the product and the installation. However, I will never again contract with Home Depot for Installation services, if I can't do it myself, I'll find someone else even if I have to pay more or won't do it at all.
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#2 UPDATE Employee

get with customer care

AUTHOR: Ronald - (U.S.A.)

I work for at home services installed products. Unfortunately what is happening is that the Branch installation people are dropping the ball.

Call 1800 79 depot and ask how to get ahold of customer care and the proverbial poop will hit the fan.

Unfortunately there are always a few bums in every organization. Atlanta (corporate) takes a very dim view of this.
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